IT Service Delivery Manager

1. Leadership & Team Management:

• Lead: Oversee key Managed Service Provider Partners in delivering IT Service Desk/Operations ensuring outstanding user experience in the resolution of IT incidents and service requests.

• Training & Development: Develop and implement user orientation programs to enhance team members skills and knowledge.

• Process Improvement: Identify opportunities for automation and process efficiencies and implement improvements.

• Documentation: Ensure consistency and accuracy in documentation enabling effective crosssite support.

• Budget Management: Help create and manage budgets and forecasts aligning financial planning with organizational goals.

• Stakeholder Collaboration: Liaise with department heads and business stakeholders to understand IT needs and align solutions with business objectives.

• Cross Departmental Communication: Facilitate communication between IT and other departments ensuring seamless integration of technology into business processes.

2. IT Service Operations:

• ITIL Management: Design support and oversee the implementation core IT Operational Services including Incident Management Asset Management Problem Management Mobile Device Management Service Desk Metrics User Self Service IT Knowledge Management.

• Technology Solutions: Collaborate with business and technical teams to create system specifications and translate business challenges into technical solutions.

• Automation: Identify and implement process improvements or automation in daytoday operations to improve network performance and efficiency.

• Vendor Relations: Coordinate with vendors and suppliers to resolve technical issues with systems and software and ensure exceptional service delivery.

3. User Services:

• IT Service Desk: Oversee the implementation and ongoing improvement of 3rd party Managed Service Provider to deliver excellent customer service to our internal international customer base.

• Desktop Standardization: Work with Field IT colleagues and key technology partners to develop efficient predictable and repeatable processes for PC configuration imaging deployment and tracking across the enterprise.

• Mobile Devices: Develop standard processes around the acquisition tracking configuration and management of company provided mobile devices.

• IT Communications: Communication of IT metric and analytics.

4. Project Management & Technical Leadership:

• Enterprise Projects: Lead enterprisewide initiatives and projects ensuring all deliverables are met within scope and time.

• Operational Insight: Act as a liaison between IT Infrastructure teams users and technology partners providing critical insights for new implementations and strategies.

• Cost Estimation: Develop accurate cost and time estimates for networkrelated projects.

• Bachelors degree in information technology Computer Science or a related field or equivalent experience.

• 710 years experience in IT Service Delivery/IT Operations and support.

• 35 years of experience in IT Service Desk Leadership preferably in a leadership role.

• Prior experience with Freshdesk ITIL toolset is preferred.

• Strong experience in 3rd party vendor management within a managed service environment.

• Strong knowledge of ITIL frameworks and IT service management tools.

• 35 years hands on technical experience supporting and developing Windows desktop standard configurations and images.

• Experience with MS Intune & Autopilot is preferred.

• Experience managing IT support teams and service desk operations.

• Excellent problemsolving and decisionmaking skills.

• Strong communication and stakeholder management abilities.

• Knowledge of IT security principles and best practices.

• Experience working with enterprise IT infrastructure networks and cloud services is a plus.

• ITIL PMP or other relevant certifications are preferred.

• Proven experience collaborating with departments such as executives facilities HR finance and operations and external partners.

• Experience with Microsoft Office 365 and MS Azure Cloud technologies.

Skills:

• Ability to author technical documentation and use it to inform diverse operational teams.

• Selfstarter and thought leader expected to propose innovative ideas and solutions for the infrastructure department.

• Ability to communicate complex concepts effectively and patiently to audiences with varying technical backgrounds whether in person over the phone or via email.

• Willingness to work with geographically dispersed teams in a seasonal environment.

• Strong organizational and prioritization skills in a fastpaced setting.

• High sense of urgency to complete tasks accurately and on time.

• Strong knowledge of IT principles practices and emerging technologies.

• Excellent problemsolving analytical and strategic thinking abilities.

• Exceptional communication and interpersonal skills.

• Ability to lift and move up to 50 lbs. with assistance.

• Willingness to travel up to 15 for the role.